Information Technology Support Specialist

The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk. This role is essential for delivering high-quality technical support while providing exceptional customer service. Agents are responsible for accurately logging issues, resolving incidents on first contact when possible, and escalating complex problems as needed. The role supports enterprise software and hardware systems in a dynamic 24/7/365 environment.

Key Responsibilities

Provide outstanding customer service via phone, online chat, and in-person interactions

Listen carefully to users to accurately assess issues and demonstrate empathy and urgency

Use knowledge base and troubleshooting tools to resolve technical issues efficiently

Document problems and incidents in the call tracking system with detailed, accurate notes

Deliver high-quality end-user technical support related to enterprise software, hardware, and infrastructure

Triage, assess, research, and resolve issues in a timely and professional manner

Participate in a 24/7/365 support environment including after-hours and weekend shifts as required

Install, modify, and run diagnostics on computer hardware and software to resolve user issues

Ensure timely escalation of unresolved issues with proper impact and urgency evaluation

Promote a positive customer support experience and maintain professionalism under pressure

Support and educate end users by explaining technical concepts clearly and concisely

Identify opportunities to streamline and improve service desk processes and automation

Required Qualifications

High school diploma or GED with relevant work experience

2 to 5 years of proven experience in a high-tech, fast-paced environment providing technical support

Strong technical aptitude with an understanding of both hardware and software systems

Ability to diagnose issues in complex technical environments and provide rapid solutions

Excellent customer service and interpersonal communication skills

Self-motivated with the ability to work independently under pressure

Willingness to work variable shifts, including evenings, weekends, and holidays

Preferred Qualifications (if any)

Previous experience in a technical support or help desk role

Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, BMC Remedy)

Certifications (if any)

None required, though A+, ITIL, or Microsoft certifications would be beneficial